Customer Service Desktop Support

Kimberly Garza Austin, TX

937-***-**** • ***********@*****.*** • linkedin.com/in/kimgarza1 • github.com/KimGarza SKILLS

Technical: Hardware/Software Repair • Computer Programming • AWS Cloud

• Azure Cloud • Active Directory • DevOps • CICD • Web Development • App Development • Remote desktop support • Altiris • Windows Server Soft Skills: Team Collaboration • Customer Facing • De-escalation • Critical Thinking • Active Listening • ARM • Empathy • Time Management Sales: Commission Retention Quotas

Documentation: Confluence • JIRA • Microsoft Sharepoint EXPERIENCE

Geek Squad Soft Skills, Sales, Computer Repair

Consultant Agent MAY 2016 - PRESENT

Delivered exceptional customer service by greeting clients, addressing inquiries, and providing tailored solutions to meet their needs.

Managed customer interactions in a friendly and professional manner, ensuring positive experiences and high levels of customer satisfaction.

Coordinated with team members to schedule appointments, resolve client concerns, and ensure seamless service delivery. Spectrum ARM, Sales, Customer Service Expertise, Quality Assurance Retention Specialist Austin, TX MARCH 2024 - JUNE 2024

Assisted customers in resolving issues related to billing, services, and product features, effectively retaining clients by offering solutions and promoting loyalty.

Demonstrated strong communication and negotiation skills to handle escalated calls, turning at-risk customers into satisfied long-term clients by addressing concerns and providing personalized service.

Successfully sold additional phone lines and services to existing customers, consistently meeting or exceeding sales targets while ensuring customer satisfaction and retention. NICE inContact RabbitMQ, SQL, IIS, XML, Windows Server and Services, Avaya and Cisco Solution Deployment Engineer Columbus, OH DEC 2019 - JUL 2020

Led customer-facing technical meetings to discuss requirements, set expectations, and ensure alignment on project deliverables and timelines.

Collaborated closely with clients to understand their needs, troubleshoot issues, and provide personalized solutions to address specific business challenges.

Implemented and maintained call recording systems, including configuring IIS web portals and deploying custom databases, while offering ongoing support to ensure smooth functionality. Macintosh Company Bomgar, Manage Service Desk, Altiris Help Desk Analyst Intern Hilliard, OH SEPT 2019 - DEC 2019

Took part in technical meetings to review team goals, expectations and technical specifications for the week.

Assisted customers with kiosks, computer software troubleshooting and hands on troubleshooting using strong communication skills.

EDUCATION

Tech Elevator

Columbus, OH SEP 2021 - DEC

2021

Attended a 14-week full-stack

coding bootcamp; learned how to

create dynamic web-based

software systems using .NET / C#

and was provided 700+ hours of

development education and

application.

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